Patient Relation & Support Executive

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Job Title
Patient Relation & Support Executive

Job Description

The Patient Relation & Support Executive will be focused on supporting patients on the Sleep Support Service on behalf of our NHS and private healthcare customers within a fast-paced, high-volume contact center environment. Providing accurate, relevant and timely advice for their query.

The Sleep Support Executive will be expected to maintain a polite, courteous and professional manner whilst dealing with enquiries and processing orders within a fast-paced team. The hours for this role are on a rota basis between the hours of 8am and 7pm

Your role:
* Act as a key point of contact on behalf of our NHS and private customers, communicating directly with patients, carers and internal stakeholders.
* Handle a high volume of enquiries received via telephone, email, SMS and internal systems, ensuring timely, accurate and professional responses.
* Provide clear, appropriate advice and support to patients, always representing our NHS customers to the highest standard.
* Process product orders, including time-critical and urgent requests, ensuring accuracy and adherence to agreed service levels.
* Log, manage and resolve customer complaints in line with company procedures and NHS customer expectations.
* Maintain exceptional attention to detail when documenting interactions, processing orders and updating patient records.
* Maintain full, up-to-date knowledge of sleep therapy products, services and associated conditions, actively participating in training.
* Accurately update patient and order information across systems (Sleep Support Portal, SAP, Care Orchestrator) on a daily basis.
* Use Microsoft Office applications (Outlook, Word, Excel) confidently for communication, tracking and reporting.
* Work collaboratively with internal departments to ensure seamless patient support and resolution of queries.
* Maintain a calm, empathetic and professional approach at all times within a fast-paced contact centre environment.

Your Team:
The Sleep Support Team are an extension of the support that the NHS and Private providers offer their patients with Sleep Disorders. The Sleep Support Team is on hand to give advice, answer questions and provide support to patients on their journey to compliance and better sleep outcomes.

We support customers and patients by supplying masks and Therapy devices, taking care of administrative tasks, gathering patient data and dealing with patient enquiries.

You're right for this role if:
* You have experience working in a high-volume contact center, customer service or patient support environment.
* You are comfortable communicating with patients on behalf of NHS customers, understanding the importance of professionalism, sensitivity and compliance.
* You have proven experience in order processing, including managing urgent or time-critical requests.
* You demonstrate exceptional attention to detail and understand the importance of accuracy in a healthcare setting.
* You have previous experience working in a healthcare or medical services environment (highly desirable).
* You are proficient in Microsoft Outlook, Word and Excel and comfortable working with multiple systems.
* You have strong written and verbal communication skills and can manage enquiries across multiple channels.
* Experience with SAP or similar patient/CRM systems is advantageous.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
* Learn more about our business here
* Discover our rich and exciting history here
* Learn more about our purpose here

About Philips UKI
In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability.

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.
We are committed to fostering a flexible work environment that is conducive to personal and professional growth and encourage open discussions around flexible working options to ensure we tailor a working arrangement suitable to individual needs while aligning with business goals. If you have specific flexible working requirements, please feel free to discuss these during these with your TA Consultant.

For more information, read our Inclusion and Diversity Policy and, to know more about your Human Rights, we encourage you to view this report.

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